Community Crisis Investigator
About The Position
Community Crisis Investigators are the first line of Airbnb’s response to severe incidents affecting the community, including violent threats, safety escalations, and events that put guests, hosts, or the company at meaningful risk. The role connects incidents to the people and resources that can resolve them, then drives approved actions to completion so harm is stopped as early as possible. Investigators carry their own caseload and run day-to-day responses, with defined check-in points for decisions that set precedent or carry external exposure. They assess incidents, recommend crisis implementation, coordinate case management actions, communicate with senior stakeholders and cross-functional partners, identify systemic gaps, maintain accurate case records, and contribute to team learning and sustainable working practices.
Requirements
- At least 6 years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work such as a crisis line, victim advocacy, emergency response, or trust and safety.
- Proven track record of collaborating with multifunctional leads in a matrixed organization.
- Experience working cross-functionally in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to stay focused and maintain a calm demeanor in stressful situations.
- Ability to work a flexible schedule, including nights and weekends as needed.
- Must live in a state where Airbnb, Inc. has a registered entity.
Responsibilities
- Assess incoming incidents and recommend whether they meet the threshold for crisis implementation, preparing concise and comprehensive summaries for decision-makers.
- Outline and drive case-management actions so stakeholders can respond effectively within incident timelines.
- Research case precedent, consult stakeholders when cases do not fit established patterns, and present a recommended option with supporting reasoning.
- Prepare concise overviews and next steps for urgent, monitoring, or implemented cases, and record team updates during regional check-ins.
- Draft crisis-case communications for senior stakeholders and provide the details and assessments used to prepare executive notifications.
- Proactively keep stakeholders and Global Crisis Management leadership current on case status.
- Maintain regular communication with assigned cross-functional partners, contribute to discussions, and share relevant learning with the global GCM team.
- Identify policy, product, or process failures affecting community members and provide actionable specifics to the owning teams.
- Keep case-management tools accurate and raise data or backlog problems that affect the team’s view of the global caseload.
- Review peers’ assessments before submission, checking for errors, missing stakeholders, and additional recommendations.
- Share case and stakeholder learnings with the team and contribute to a sustainable team culture and working environment.
- Maintain case documentation and trackers to support accurate analytics and clean handoffs within and across regions.
- Complete work within dedicated SLAs and flag cases early when deadlines may be at risk.
Benefits
- May be eligible for a bonus.
- May be eligible for equity.
- Benefits.
- Employee Travel Credits.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
